Keith Deaven

CEO and Co-Founder Mediabarn

Keith is CEO and Co-Founder of Mediabarn, where he has spent more than 20 years leading the firm to become a trusted design and research partner to some of the country's leading health systems. Through that work, he recognized a persistent gap in current patient experience tools and is now leading Mediabarn's evolution from services into products. This year Mediabarn launched CXAlign, an AI-powered patient experience platform. It is built to connect patient and member research directly to the journeys people experience and the outcomes health systems manage against. Mediabarn's move into product isn't a departure from its services work. It's a direct result of it, and built to complement it. Keith's focus remains the same as it's always been: making the experience better for the people receiving care.

CX Healthcare Exchange East - Day 1

5:30 PM Roundtable: Beyond the Score - Understanding the Patient Experience HCAHPS Can’t Capture

HCAHPS provides an important view of patient experience, but it doesn't tell the whole story. Gaining deeper insight doesn't automatically equate to more surveys or the adoption of new AI technologies. Health systems may already have access to valuable sources of patient, experience and operational data that they may be overlooking. The challenge is understanding what those sources are, what they can measure, and finding practical ways to fill the gaps.

In this interactive roundtable, we'll bring patient experience leaders together to compare approaches, share what's working and what isn't, and learn how peers are building a more complete picture of the patient journey. The discussion will explore questions such as:

• Where are HCAHPS and traditional patient experience measures leaving important blind spots?

• What are organizations doing to uncover the "why" behind their scores?

• How are peers bringing together existing patient feedback, operational data and other sources of insight?

• Where are targeted research, direct patient conversations and journey mapping adding the most value?

• How are organizations identifying and prioritizing the moments in the patient journey that matter most?

• What practical, cost-conscious approaches are producing meaningful insight without creating another major measurement initiative?

Come prepared to share your organization's experience, challenges and lessons learned, and leave with new ideas from peers facing many of the same questions.

Check out the incredible speaker line-up to see who will be joining Keith.

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